Cambridge, England— ECi Software Solutions Ltd (www.ECi.eu) today announced that Nicky Kidd has been appointed Customer Satisfaction Manager of its European Operations. In her new role, Kidd will be responsible for driving the initiative to develop a world-class ‘Customer-First’ culture within the European business.
‘Nicky is perfect for this new role’, said Nick Gradwell, Managing Director for ECi in Europe. ’She shares our vision of supporting SMBs and is truly passionate about customer satisfaction. After having spent many years of driving excellent customer service and more recently transforming quality assurance at ECi, it makes her the perfect choice to be the one to take customer services to the next level, elevate customer satisfaction and meaningfully reengage with our customer base’.
Kidd’s appointment comes following a restructuring of the European business to give greater emphasis to a ‘Customer-First’ approach. In her new role, Nicky is responsible for managing the Helpdesk, Professional Services and Quality Assurance teams across the Progress, Horizon and Vision user base.
‘At the beginning of the year I took some time out to reflect on our 2015 successes and areas that required additional focus’, says MD, Nick Gradwell. ’Good communications and cross-platform knowledge are two things that are key to us serving customers efficiently and effectively. Nicky’s expanded role allows us to bridge known gaps and her customer focus will help to ensure we deliver on our 2016 objectives. Sadly though, Mike Richards, our UK Support Manager, is no longer with ECi and we wish him well for the future. However, with this new structure I am confident that our teams can work more closely to share both workload and knowledge. From a customer contact perspective, it’s business as usual, same procedure to log a call etc., but any issues will be escalated to Nicky Kidd’.
Kidd brings more than 9 years of experience in the Office Supplies sector and has previously worked in supporting users of the Horizon business management solution. Her most recent focus has been in quality assurance where she and her team have worked hard to increase the quality of software products that ECi brings to the marketplace.
‘I am thrilled to have been offered this position within the ECi family and am looking forward to the challenge’, said Kidd. ‘Customers are the lifeblood of our business and I am excited to lead the customer-facing teams in Europe as we continue to drive excellence in our software’.